Throughout the history of hospitality and hoteliers, guest services has always been the main priority for the hospitality industry. Foundational guest service is not only expected, but required at hotels, and The Madison Hotel strives for associate-to-guest interactions that exceed the expectations of standard customer service. After 60 years of service, the team still asks the question: how can we go the extra mile to make the guest feel appreciated? READ MORE

Today's hotels are always on the search for new technologies that can enhance guest experiences. However, the underlying key to success with many of these platforms and still ranking high on guest priorities is the need for a robust WiFi network. Only by tackling this issue first can hoteliers ensure their ability to deliver a stay experience that's truly exceptional. READ MORE

Stefan Muhle, VP and Regional Managing Director at Noble House Hotels & Resorts-a collection of over 20 experience-driven hotels across North America-shares his insights on the travel industry's evolving amenity landscape. He taps into guest expectations in a Covid recovery marketplace, shares examples of industry leaders making an impact, and the tenets of creating amenity programs that authentically connect with guests. READ MORE

Guests are seeking increasing control over their stay and hotels must invest in their digital capabilities as much as their physical property to provide the choices that will engender loyalty and success. This article details the possibilities for technology to deliver exceptional guest service when guests set foot in hotels. READ MORE

Given the lesser threat of the global pandemic, travelers' pent-up demand was released and broke a multitude of hotel and resort records in 2022. But in 2023, it's likely that those travelers will be more discerning in their quest for the best service experiences. Will the industry deliver? In this article, that question and today's service challenges are explored by the authors and relevant industry executives. READ MORE